Manages the day-to-day operations of the Member Relations Quality Analysts, who are responsible for handling escalated member issues as they relate to AARP’s endorsed products and services. Responsible for the hiring, training, coaching and performance and quality review assessment of staff. Works collaboratively with internal and external partners across all levels of management to identify trends and work to resolve root causes to enhance overall member experience and member retention. Develop, evaluate and deploy operational procedures and guidelines through the use of Six Sigma.
- Manages day-to-day business operations with a focus on the highest delivery of service to the membership by the Member Relations team. Plans, directs, evaluates workflow of staff and makes necessary schedule and workflow changes to meet the business needs.
- Responsible for continuous quality improvement and development of staff through coaching and monitoring.
- Oversees the escalation of member issues to ensure sound judgment is exercised in solving complaints.
- Manages personnel activities concerning training, development and evaluation of staff. Responsible for the interviewing and hiring of staff. Resolves conflict issues, answers questions and provides guidance to staff on policies and coordinates work activities to achieve volume expected to meet operational objectives.
- Develops performance management goals and objectives for the team and is accountable for assuring goals are achieved.
- Conducts quality assessment of work being generated and develops action plans to improve opportunities for staff
- Manages the process of developing, evaluating or refining operational concepts. Works with other management teams and committees to accomplish tasks and achieve goals.
- Works collaboratively with counterparts at AARP Services and interacts with upper management of endorsed service providers to ensure coordination of efforts that impact the program and/or members.
- Coordinate and provide remedial, new and existing product training and technical training (including Case Management Portal, Ciboodle, KONNEX and ShareNet).
- Develops and delivers training material such as course outlines, training aids, and handouts for staff. Responsible for curriculum delivery that encompasses product standards. Makes necessary changes in response to changes I products and services.
- Partners with product line managers and service providers to monitor on-going activities and identifies/addresses situation where retraining will improve the quality of customer service.
- Demonstrates cultural attributes and behaviors in all interactions.
- Insurance license or background a plus but not required.
- Proven leadership skills in management experience-effectiveness and efficiency in developing and leading teams while instilling passion for excellence at all levels within the enterprise.
- Excellent written, verbal, visual/presentation and interpersonal communication skills.
- Demonstrates skill in establishing and maintaining effective working relationships with all levels of management, employees, business and professional groups and the general public.
- Demonstrates strong organizational skills and the ability to follow through coaching and feedback activities.
- Knowledge of Six Sigma and other training methods.
- Excellent PC skills, including Microsoft Word, Excel, PowerPoint and layout and graphic tools.
- Demonstrates cultural attributes and behaviors in all interactions.
- Willingness to travel up to 15%.
AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.
https://careers.aarp.org/ShowJob/Id/1747101/Manager,-Call-Center-(Member-Relations)-%E2%80%94-AARP,-Services,-Inc./